Performing an advanced ticket search

You can use the advanced ticket search function to search for specific tickets based on various criteria. For example, you can search tickets based on the ticket UID, time, assignee, severity, commentary, related message, and additional criteria. This function is available on both the Opened and Closed tickets tabs. The advanced ticket search provides more advanced functions than the Match field at the top of the Opened and Closed tabs.

To perform an advanced ticket search

1. Click Advanced Ticket Search on the Opened or Closed tickets tab.

2. Set one or more of the following fields that you want to match your search criteria:

   Field	Description
   Match Ticket UID	Full or partial ticket UID
   Begin Search Time	Date and time from which to begin the search Specify the time in the hh:mm:ss format.
   Span Time	Range of time or days before Begin Search Time
   Match "Assigned"	Ticket assignee
   Match Ticket Text	Ticket text You can create simple or complex expressions that match the ticket text. These match expressions can contain keywords, wildcards, logical expressions, and macro and list specifications.  You can test your match expressions by using the expression evaluation tool. To open the tool, click More on the upper right corner of the page, and select Expr Tool.
   Match Ticket Severity	Ticket severity range You can select from the following match criteria: EQ—equals LE—less than or equal to GE—greater than or equal to NE—not equal to By default, the search runs on tickets of any severity. You can further modify the ticket message range, for example, tickets that are greater than warning or less than notice.
   Match Ticket Comment	Ticket comment text You can create simple or complex expressions that match the ticket comment. These match expressions can contain keywords, wildcards, logical expressions, and macro and list specifications.  You can test your match expressions by using the expression evaluation tool. To open the tool, click More on the upper right corner of the page, and select Expr Tool.
   Match Related Messages	Related message text You can create simple or complex expressions that match related messages. These match expressions can contain keywords, wildcards, logical expressions, and macro and list specifications. You can test your match expressions by using the expression evaluation tool. To navigate to the tool, click More on the upper right corner of the page, and select Expr Tool.
   Max Query Results	Maximum number of search results to display on the tab

3. Click Confirm.

You can also search ticket data on the Reports > Query tab.